Sr. Director, SRE Platform Engineering

Docusign • San Francisco, CA

23h • Hybrid

About The Position

The Senior Director, SRE Platform Engineering is a senior engineering leader responsible for bringing production-grade engineering rigor to Docusign’s internal employee services ecosystem. In this role, you will pivot our internal operations from a traditional "IT Ops" model to a modern Platform Engineering model. You will own the technical vision for our IT Service Management (ITSM) and Site Reliability Engineering (SRE) capabilities, applying the same standards of reliability, scalability, and code quality to internal tools that Docusign applies to its customer-facing products. You will lead teams that deliver secure, AI-driven, and intuitive experiences that enable a modern SaaS enterprise. This position is a people manager role reporting to the GVP, Global Infrastructure and Operations.

Requirements

• 15+ years in Software Engineering, Platform Engineering, or SRE roles, including 5+ years in senior technical leadership (Director or above)
• Experience treating internal infrastructure as code
• Comfortable leading teams that write code, not just configure tools
• Experience owning and evolving Enterprise Service Management platforms (e.g., ServiceNow, JSM) or a strong track record of building Internal Developer Platforms (IDP) at scale
• Background in building and operating distributed systems on AWS, Azure, or GCP
• Demonstrated success implementing SRE practices (SLOs, Error Budgets) in complex environments
• Track record of integrating disparate SaaS and enterprise systems in a secure, scalable way

Nice To Haves

• Experience at a high-growth SaaS or product company (e.g., experience with "You Build It, You Run It" cultures)
• Experience embedding AI/GenAI into operations or support workflows
• Familiarity with ITIL frameworks but with the ability to pragmatically adapt them to modern DevOps/Agile methodologies.
• Have a vision for how AI and Engineering can reinvent the status quo of "Corporate IT"
• Product mindset focusing on the User Experience (UX) of the employee, ensuring internal tools are as delightful as consumer products
• Demonstrated success making decisions based on metrics and experimentation, not intuition

Responsibilities

• Define and drive a multi‑year technical roadmap that treats internal services as products and Docusign employees as customers
• Champion a software-engineering mindset for ITSM, moving away from manual "ticket management" toward self-healing systems and API-first workflows
• Partner closely with Product Engineering, Security, Data, and Enterprise Applications to ensure internal platforms integrate seamlessly with the broader Docusign ecosystem
• Transform the ITSM ecosystem (centered on ServiceNow today) into a first-class engineering product
• Escape the GUI: Drive an "Infrastructure as Code" (IaC) approach to ITSM configuration and workflow automation, reducing reliance on manual point-and-click administration
• Design and deliver robust integrations and instrumentation between internal services and external SaaS providers using modern event-driven architectures
• Establish strong engineering practices (CI/CD, unit testing, code review, documentation) across the ITSM and SRE teams.
• Lead SRE teams accountable for the reliability, performance, and availability of critical internal services (e.g., collaboration tools, support portals, core finance/business systems)
• Implement SRE best practices—SLOs/SLIs, Error Budgets, and Capacity Planning—to ensure internal systems meet the demands of a fast-moving global workforce
• Evolve incident response into a highly automated function, utilizing data-driven detection and automated remediation to minimize "Mean Time to Recover" (MTTR)
• Own the observability strategy for internal services, ensuring we have rich telemetry to debug complex cross-platform integration issues
• Architect the "Zero-Touch" Support Model: Partner with AI teams to embed GenAI into employee journeys (virtual agents, intelligent routing, proactive error resolution)
• Drive self-service adoption by reducing friction; measure success not just by "ticket volume reduction," but by "time given back" to the business
• Define and track metrics that quantify the impact of automation on employee productivity and operational efficiency
• Build, lead, and mentor a high-performing, diverse team of Software Engineers, SREs, and Technical Product Owners
• Set clear Objectives and Key Results (OKRs) that align technical reliability with business velocity
• Foster a culture of blameless post-mortems and continuous learning, ensuring that every incident results in a permanent system improvement

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).
• Global benefits provide options for the following:
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed